We aim to dispatch your order within 3-4 working days (M-F exc Bank holidays), however during busy periods this time frame may be extended.  

All orders are sent by Royal Mail 48 tracked delivery service. Once the item has been dispatched this can take 3-4 working days. You will receive a notification when your item has been dispatched to the email address you provided at checkout.

We are currently unable to deliver to addresses outside of the UK or UK offshore territories. We can deliver to the Channel Islands and Isle of Man.

Once we receive your order, it should arrive within 10 working days. If you have not received your order after this time, please contact our support team at online.shop@crisis.org.uk. We aim to respond to your email within 2 working days (M-F exc Bank holidays).

We hope that you are delighted with your order, however if any item is damaged, faulty or for pre-loved not as described when received, please email our support team at online.shop@crisis.org.uk. within 14 days of receiving your order. We aim to respond to your email within 2 working days (M-F exc Bank holidays)

We will happily replace any faulty item from our gifting & treats range – which are new products. For our pre-loved/unique finds, the majority of these products are second hand or donated. Usually there is only one of each available, this is specified on the product page. Therefore, unless there is more than one available, unfortunately we will not be able to replace any faulty or damaged items, only a refund can be issued. Please contact our support team via online.shop@crisis.org.uk for further queries about this. We aim to respond to your email within 2 working days (M-F exc Bank holidays)

Unfortunately, we are unable to accept online purchase returns in Crisis shop. Any items purchased from the Crisis online shop must be returned to the online shop as per the instructions on the returns form in your package.

We hope you love the products you have bought, however if you change your mind you have 14 days to return the item(s). Please note, due to hygiene reasons we cannot accept returns/refunds on our earrings, intimate apparel or swimwear.

Please return your items in the original packaging, clean, undamaged in a resaleable condition and use the returns link as instructed on your delivery note.

If you wish to cancel your order and your items have not yet been dispatched, get in touch with us by emailing our support team viaonline.shop@crisis.org.uk. We aim to respond to all emails within 2 working days (M-F exc Bank holidays).

If you have any questions or issues with your items, please get in touch with us by emailing our support team via online.shop@crisis.org.uk. We aim to respond to all emails within 2 working days (M-F exc Bank holidays).

We hope you enjoy the service and products you receive. If you are not fully satisfied, or wish to leave us feedback, please get in contact with us at online.shop@crisis.org.uk

When you Shop From Crisis, 100% of the profit goes towards ending homelessness.